Cancel pack renewal not working

[RFW1]

I had a £10 pack on auto-renewal and wanted to cancel that so it didn’t renew automatically.  So I sent the Stop Pack message to 150 and got confirmation back.

But I am still getting messages - weeks later- saying the pack is still available and I just need to top up my balance for it to renew. I don’t want it to renew but need to top up. If I do top up is my credit going to get charged for the £10 pack that I don’t want?

[RFW1]

I have left the uk since buying my last pack. I cancelled the pack renewal by texting STOP PACK to 150 and receiving a cancellation confirmation.

But since then I have received numerous messages from 150 saying my next pack is waiting and I just have to top up by £10 for it. I need to top up but I do not want the Pack (which I can’t use as I’m not in the uk) to renew.

What do I do?

[XRaySpeX]

@RFW1 : What does texting AL to 150 from your no. fully report verbatim (it is free)?

[Ritu_D]

Hi @RFW1 

STOP to 150 is the correct text command to stop a pack renewing. 

You can also manage your pay as you go packs and card payments in the My EE App. 

Thanks 

Ritu 

[RFW1]

Hi and thankyou for replying. The response I get is:

“Your current balance as of today 11:21 is £3.56. Your last top up was £10.00 on 29/12/2024 at 20:37. For more info on your packs, add-ons or free boosts, go to the EE app or ee.co.uk

For info on our other Text Services, reply HELP or go to ee.co.uk/textservices”

[RFW1]

Thankyou for replying. But why am I getting messages from 150 telling my pack is still available and all I need to do is top up £10? I want (& need!) to top up but not to get the pack renewed from that top up as I can’t use it from abroad so it’s a wasted top up. 

[XRaySpeX]

@RFW1 : As you've already texted STOP PACK you shouldn't be prompted to buy another but it might be worth texting STOP PACK to 150 again to see if it stops these msgs.

[RFW1]

Thankyou again. Yes, I tried that twice now and it hasn’t stopped the messages. That’s what makes me certain the pack will renew if I top up. 

[XRaySpeX]

@RFW1 : Then you'd better call CS about it. Try calling CS on the Freephone no. in my sig. on Skype over WiFi. It should be free.

[Ritu_D · Accepted solution]

I'm unsure why you are receiving those messages @RFW1 

Usually sending STOP PACK to 150 should stop any pack renewals. 

I would suggest giving customer service a call to double check the auto pack renewal has been cancelled. You can find details on how to contact EE here Contact Us | Help & Support | EE

Hope this helps. 

Ritu